HH GREGG BAD APPLIANCES DID NOT LAST 30 DAYS, TRIED TO MAKE OUR RETURN TIME RUN OUT SMYRNA Georgia

Kevin, I don't think anything you offer to say or suggest is going to matter to this person, which you may have already figured out.

I speak to many people for the company, and they only see that they got it from us so resolution is up to us.

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?

Kevin,
Sorry, but you do sound like a typical hh manager.

You are trying to twist things around.My wife went in for an exchange on march 20,
This exchange had supposedly had been approved by the operations manager with whom we had spoken, but I WAS TO GO IN AND SIGN THE CREDIT CARD.

ON MARCH 21ST I went in and was given the run around. The operations manager was to call me back with approval, but called my wife instead and told her he would "not" make an exchange.
At this point, I called Mastercard to dispute the chages.

If hhgregg has a 30 day exchange policy, then why would we need an authorization from the corporate office?

"THE STORE HAS LAID OUT THE OPTIONS FOR YOU"
NO, they said they would exchange, then when we tried, they stalled, even after we had picked new appliances.TOLD MY WIFE THEY WOULD NOT EXCHANGE.

"HE STARTED TALKING ABOUT SOME SORT OF EXCHANGE"
Only after we demanded our money back ON THE 3RD DAY OF DEALING WITH THIS and told him that we would dispute the credit card.We had already tried for an exchange and were turned down.AFTER WASTING 3 DAYS +

"IT SOUNDS AS IF WHIRLPOOL HAD DENIED THE RETURN." Then why didn't hh gregg say that?

"STAND BEHIND OUR PRODUCTS AND WE DO"
If they did, I would not be here writing this.
This would have been resolved weeks ago.
Actually, when we went back to the store, the manager "was" standing behind the appliances, hoping that we would not see him.

"First of all hhgregg is not a bad store"(your quote) Maybe not, but they sure left me with a BAD IMPRESSION.

"WE CAN'T STAY IN BUSINESS BY EATING $3500.00 IN APPLIANCES WHEN THEY BREAK"
Believe me this will cost them many more dollars in sales, from people who I would have recommended to their store, but now have to send them elsewhere. I work with several builders who stock all of their homes with appliances to the tune of 300 - 350 homes per year.

That is 300+ microwaves, dishwashers and ranges.
Not to mention all of the remodeling jobs.
These guys don't have time for worry about appliances breaking after 30 days.

"ABOUT THE SALES REBATE", MAYBE THE STORE HONESTLY DIDN'T HAVE THE REFRIGERATOR IN STOCK WHEN YOU PURCHASED YOUR PACKAGE."
WE were told that Kitchenaid did not make this refrigerator, but when we went back to the store , they had one."Imagine, we went from not making one to there it is in the store. HONESTLY.

"OBVIOUSLY THE STORE IS TRYING TO WORK WITH YOU"
WE gave them the opportunity to work with us, but they didn't. MR. KELLER WOULD NOT CALL US AND TALK WITH US. WE were at the store when the operations manager had him on the phone, and the manager reluctantly let us get on the phone and speak with him. He did not want to talk with us.

KEVIN, ARE YOU SURE YOU ARE NOT MR. KELLER?
YOU SURE HAVE TAKEN A LOT OF INTEREST IN THIS , FOR A "LOWLY EMPLOYEE" WHO IS NOT IN MANAGEMENT?


PS. "MY MOM HAS A REFRIGERATOR SHE BOUGHT FROM hhgregg IN 1989" Yes, but does it "still work"? If so, how many times has it been repaired?

You said, "HE THEN STARTED TALKING ABOUT SOME SORT OF EXCHANGE. WE TOLD HIM THAT WE HAD TRIED TO WORK WITH THEM ON AN EXCHANGE, BUT THEY WOULD NOT DO IT."

That's what I based my exchange information on. Mr. Keller has the authority to offer such an exchange, where the GM may not.

You also say, "I know that HHGREGG would not mind if you take off work to wait for a repairman to come to your home and repair your new appliances."

I've never run into that situation. I own a KitchenAid stove and Whirlpool refrigerator, and have never had a problem in the 1 year I've owned them. But, if you did do an exchange, you would still have to take off work to wait for the delivery.

"I have purchased appliances from Sears that lasted 20+ years."

I'm sure you have. My mother still has the refrigerator she bought from HH Gregg in 1989. Today's appliances aren't made as hardy as the old ones. They're made to last 10 years tops (hence the 10 year major component warranty we offer) and then be replaced (same with TVs). That's no reason for them to go out after only a month, but I'm just trying to explain that it's not HH Gregg's fault they went out. They would've still gone out had you bought them from Sears or Best Buy.

Obviously, the store is trying to work with you, even though things could've been handled a little more smoothly. You said you had one from Circuit City that was resolved three months after purchase, and that is what the manager is trying to do with you.

It's not a pleasant situation for anyone, to be sure, but the store has laid out the options before you.

KEVIN, we tried to do an exchange of the appliances.

If you truly read my rip-off report, it stated that my wife had picked more appliances, all that I had to do was go in and sign the credit card receipt.

When I arrived we were given the run-around. They suddenly had to wait on The Corporate Office to give their approval.I lost valuable time from work. I have purchased appliances from Sears that lasted 20+ years.

I have purchased appliances from Circuit City and had a problem that was resolved 3 months after the purchase. I have never had an appliance go out in less than a month, much less 2 major appliances. Kitchenaid and AMANA.
I know that HHGREGG would not mind if you take off work to wait for a repairman to come to your home and repair your new appliances.

E. DALLAS, GA.

Mr. E, I'm sorry for your troubles, and I can understand why you're frustrated.

Let me just state I'm a lowly employee. I'm not a manager and I don't hold any sway in this company beyond my meager sphere of influence. I'm also not an appliance person, so I couldn't tell you what's wrong with your appliances.

First of all, hhgregg is not a bad store. We've been around for over 50 years, and it's because of our (usually) outstanding service. I don't know the managers you mention personally, but I'm sure if they have those jobs with this company, they're good guys.

Secondly, I understand that you don't care about this, but the decision on whether or not the store can accept a return after the ten days is not up to hhgregg, it's up to the vendor/manufacturer (in this case Whirlpool, which makes KitchenAid, Amana, Maytag, and Kenmore, as well as several other brands). We can only accept a return (after the 10 day return policy) if the manufacturer accepts a return from hhgregg, because after the 10 days it's considered a "warranty return".

In this case, it sounds as if Whirlpool denied the return, instead opting to have it serviced. The store GM likely was waiting to hear from our Vendor Relations team which in turn was waiting to hear from Whirlpool.

At that point, almost a month after you accepted delivery of the items, the best we could then do was to offer either an exchange or repair.

I know you're going to say we should "stand behind our products", and we do. If you would've accepted an exchange, you know what would've happened to the broken stove and refrigerator? They would've been repaired and resold in our scratch and dent section. We can't return it to Whirlpool, we can't stay in business by eating $3500 in appliances when they break. And these are good appliances. It's just that, well, honestly, Whirlpool Corporation produces millions of stoves and refrigerators every year, and there's going to be one or two that ship out with a bad part. It's just life. That's why you shouldn't accept delivery until you're ready to use the item, because you'll have that 10 day cushion. I'm not blaming you, I'm just saying what I suggest to my customers.

You wouldn't have a broken $1500 stove if you would have allowed us to either service it or exchange it as the regional manager suggested. KitchenAid is a fine line of appliances, one of Whirlpool's upper lines, and 95% of the customers who buy that brand are happy.

Also, about the rebate, the sales associate and the store don't benefit if you don't get the rebate, the rebate is between you and Whirlpool. We make the same money whether you get a rebate or not. I'd rather sell you a rebated item to make you happy, because I'll make just the same. It could be that the store honestly didn't have that refrigerator in stock when you purchased the package.

This is why I always make major purchases with my credit card. So that I can dispute the charges if the store is hard to deal with. BTW, I've never had a good experience at HH Gregg.